Technical Support Engineer

Zoom; Northern (KY); Hybrid; USD 65,000 - 159,000; Full time

Job summary

Zoom is seeking a Tier 2 Technical Support Engineer to serve Premier customers, resolving complex issues and shaping their Zoom experience. This role focuses on email-based tickets and direct conversations with high-tier accounts in a structured hybrid environment.

Candidates should have 5+ years in technical support, strong networking skills, and hands-on experience with enterprise video platforms like Zoom, Teams, or Slack. EST availability and US-based residency are required.

Qualifications

• 5+ years in Technical Support, enterprise/premier customers preferred.
• Troubleshoot network issues affecting real-time communications (UDP/TCP).
• Experience with firewall analysis, proxies, VPN, and routing intermediaries.
• Bachelor's degree or equivalent experience in CS/Engineering or related field.
• Hands-on experience with enterprise video conferencing platforms (Zoom/Teams/Slack).
• Ability to work in EST and core hours 8:00 AM–5:00 PM EST.

Responsibilities

• Engage Premier customers with clear communication, prioritizing urgent requests and follow-up.
• Own and resolve Tier 2 support cases across Zoom tech domains; coordinate with Tier 3 as needed.
• Analyze backend logs and network stats to identify root causes (packet loss, latency).
• Maintain technical proficiency across Zoom products and troubleshooting tools.
• Contribute to internal/external documentation and training materials.
• Participate in annual on-call rotation a few times per year.

Skills

Communication skills

Technical support

Network troubleshooting

Firewall analysis

VPN knowledge

Bachelor's degree

Video conferencing tools

EST time zone

Education

Bachelor's degree in CS/Engineering

Tools

Zoom administration

Teams administration

Slack administration

Job description

What You Can Expect

On Zoom's Tier 2 Technical Support team, you'll serve as a trusted technical resource for our most strategic Premier customers, resolving complex issues that directly shape their experience with our platform. This is not a high-volume call center environment: your day-to-day is a focused mix of email-based ticket work and direct customer conversations with our highest-tier accounts, requiring both strong technical depth and the kind of communication skills that build lasting trust. You'll work within a collaborative team that values curiosity, adaptability, and a genuine commitment to customer outcomes.

About the Team

The Technical Support Engineering team plays a central role in elevating the customer experience at Zoom. We build strong internal and external relationships, resolve complex technical issues, and serve as a dedicated resource for our Premier customers while actively collaborating across internal teams and staying nimble as our product suite continues to grow.

Responsibilities

• Engage Premier customers with clear, empathetic communication, prioritizing urgent requests and ensuring consistent, timely follow-up across all open cases
• Own and resolve inbound Tier 2 support cases across core Zoom technology domains, managing escalations from Tier 1 and coordinating with Tier 3 engineers when needed
• Analyze meeting quality product and network level issues by reviewing backend logs and network statistics to identify root causes such as packet loss, high latency, and connectivity degradation
• Drive individual performance by consistently meeting established support goals and case metrics
• Maintain technical proficiency across Zoom products, features, troubleshooting tools, and evolving best practices
• Develop and contribute to internal and external documentation and training materials
• Participate in an annual on-call rotation, providing support coverage a few times per year as scheduled

What We're Looking For

• Exceptional communication skills, both written and verbal, with a demonstrated ability to build rapport with enterprise customers and remain composed under pressure
• 5+ years of experience in a Technical Support role, preferably supporting enterprise or Premier-tier customers
• Demonstrated ability to troubleshoot network issues affecting real-time communications, including interpreting packet captures to identify packet loss and jitter, with a solid understanding of UDP/TCP transport behavior
• Knowledge of firewall rule analysis, proxy servers, VPN, split tunneling, and other network routing intermediaries
• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience
• Extensive hands-on experience with enterprise video conferencing platforms such as Microsoft Teams, Zoom, or Slack, including experience administering these solutions at an organizational level; prior Zoom administration experience is a plus
• Must be located in the Eastern Standard Time (EST) zone and available to work core hours of 8:00 AM to 5:00 PM EST

Salary Range or On Target Earnings:

Minimum: $31.44

Maximum: $76.29

This is a non-exempt position and is eligible for overtime pay in accordance with applicable federal, state, and local law. The annualized range is $65,400.00 - $158,700.00.

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity.

Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

09/30/26

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.

We're problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We're committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

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